Compare HEAT Service Management vs. SolarWinds Web Help Desk

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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there.""The solution is easy to use and has a user-friendly interface"

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"The most valuable feature of this solution is the assets management module.""It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

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Cons
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much.""There's a lack of integration with other products. This needs to be improved."

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"This solution needs to have mobile application support added.""The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

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Pricing and Cost Advice
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

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"They charge by the technician. It costs $117 per technician per year."

More SolarWinds Web Help Desk Pricing and Cost Advice »

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535,544 professionals have used our research since 2012.
Ranking
21st
out of 55 in Help Desk Software
Views
1,647
Comparisons
1,055
Reviews
3
Average Words per Review
677
Rating
7.3
28th
out of 55 in Help Desk Software
Views
952
Comparisons
763
Reviews
2
Average Words per Review
595
Rating
6.5
Comparisons
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Overview
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about HEAT Service Management
Learn more about SolarWinds Web Help Desk
Sample Customers
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Instacart
Top Industries
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider21%
Government8%
Educational Organization7%
VISITORS READING REVIEWS
Computer Software Company26%
Comms Service Provider21%
Government7%
Manufacturing Company5%
Find out what your peers are saying about HEAT Service Management vs. SolarWinds Web Help Desk and other solutions. Updated: September 2021.
535,544 professionals have used our research since 2012.

HEAT Service Management is ranked 21st in Help Desk Software with 2 reviews while SolarWinds Web Help Desk is ranked 28th in Help Desk Software with 2 reviews. HEAT Service Management is rated 7.0, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". HEAT Service Management is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Management, Zendesk Guide and SCSM. See our HEAT Service Management vs. SolarWinds Web Help Desk report.

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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.